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Hi, i've got an access point which has a ping delay of more than 3000 ms. It gaves also some trouble during clients connection. could you help me? Thanks, Federico

  • 1.  Hi, i've got an access point which has a ping delay of more than 3000 ms. It gaves also some trouble during clients connection. could you help me? Thanks, Federico

    Posted 12-12-2018 11:26

    i tried to:

    - Change connection cable

    - Change Switch's port

    - Change power injector

    - Verifyed numbers of connected clients



  • 2.  RE: Hi, i've got an access point which has a ping delay of more than 3000 ms. It gaves also some trouble during clients connection. could you help me? Thanks, Federico

    Posted 12-12-2018 13:36

    Hi, would you be able to provide tech data from an AP that is having this issue? I would like to check for a few things, starting with RF Interference. If you'd rather share this with me directly, please feel free to send it to communityhelp@aerohive.com.

     

    The path to get tech data depends a bit on the HiveManager platform you are using:

     

    HiveManager Classic (myhive.aerohive.com):

    Monitor> Select the check box next to the AP> Utilities> Get Tech Data. If you attach the file to the case for us we will review it and let you know what the next steps will be.

     

    HiveManager (formerly NG, cloud.aerohive.com):

    To get tech data you’ll want to go to Tools> Utilities> Get tech data> Check the box next to the device> Get tech data (blue button at the top of the page this time).

     

    This guide reviews how to get tech data from the CLI of the AP in case that is more convenient:

    https://thehivecommunity.aerohive.com/s/article/Collecting-Tech-Data-via-CLI

     



  • 3.  RE: Hi, i've got an access point which has a ping delay of more than 3000 ms. It gaves also some trouble during clients connection. could you help me? Thanks, Federico

    Posted 12-17-2018 08:38

    Hi,

    Sorry but we doesn't have a license that permit me to used the "tools" tab.

    Any alternative solution to try?

    Thanks.

     



  • 4.  RE: Hi, i've got an access point which has a ping delay of more than 3000 ms. It gaves also some trouble during clients connection. could you help me? Thanks, Federico

    Posted 12-17-2018 13:42

    Thanks for letting me know. In that case, you would want to collect tech data from the CLI of the AP by SSHing in to the AP. This guide will walk you through how to do this-

    https://thehivecommunity.aerohive.com/s/article/Collecting-Tech-Data-via-CLI

     



  • 5.  RE: Hi, i've got an access point which has a ping delay of more than 3000 ms. It gaves also some trouble during clients connection. could you help me? Thanks, Federico

    Posted 12-17-2018 15:26

    Ok, i collected tech data from the CLI.

    I attach the Log File.

    Thanks.



  • 6.  RE: Hi, i've got an access point which has a ping delay of more than 3000 ms. It gaves also some trouble during clients connection. could you help me? Thanks, Federico

    Posted 12-17-2018 15:55

    Thank you for that tech data. I'm only seeing the buffered log here rather than the entire tech data file so I couldn't check everything I wanted to, however I am seeing tons of CPU exceed messages, such as: 2018-12-15 14:05:46 warn  ah_top: system: PM: the system cpu1 busy exceed 780 second.

     

    Could we get a full tech data file so I can check CPU in more detail? Also, if this is the only AP having this issue currently, could we swap switch ports that this AP and a working AP are connected to so we can see if the issue follows the device or stays with the port?



  • 7.  RE: Hi, i've got an access point which has a ping delay of more than 3000 ms. It gaves also some trouble during clients connection. could you help me? Thanks, Federico

    Posted 12-21-2018 09:14

    I already try to change switch port with another AP that work correctly but didn't change nothing.

     

    The problem is that when i try to get a full tech file the AP start to generate it but after few second doesn't reply me more and it goes into timeout.



  • 8.  RE: Hi, i've got an access point which has a ping delay of more than 3000 ms. It gaves also some trouble during clients connection. could you help me? Thanks, Federico

    Posted 12-21-2018 14:04

    Thank you for explaining. We'll want to open a case at this point so we can start final troubleshooting with a technician. If they can't repair the AP with you, we'll RMA it for you. If you are unsure how to open a case, please feel free to email me at communityhelp@aerohive.com and I can look in to our options. If you can let me know the case number once it's generated, I can update it with what we've discussed so far so you don't have to repeat yourself.